It came back damaged
Mark it received, check it straight away, and raise a damage claim from the booking within 2 days, with at least 2 photos. The renter has 5 days to respond.
Updated 6 October 2026
When a piece comes back, you have 2 days to check it over and raise anything that's wrong. After that, the booking completes and your payout is released.
What to do first
- Press Mark as received once the piece is physically back with you, then Yes, it's back. That opens your 48-hour inspection window.
- Check it straight away, in good light.
- Photograph the damage close up and the whole piece, and find your photos from before it went out.
- Message the renter if you'd like to sort it out together first.
Raise a damage claim
Open the booking, then the ... menu at the top. Choose Need help with this booking?, then Raise an issue with this booking, and pick The item came back damaged or not as expected.
Add at least 2 photos, Describe what happened, and propose a Requested amount (AUD) up to the piece's retail price.
If it came back late, choose The renter returned the item late instead. Photos are optional for that one.
What counts as damage
- Stains that ordinary dry-cleaning can't remove.
- Rips, tears, holes, broken zips, missing buttons or trims.
- Burns, melt marks, bleach or dye discolouration.
- Stretching or a changed shape.
- Strong odours that don't lift after cleaning.
Normal wear doesn't count: small loose threads, minor pilling, or a single mark that dry-cleans out.
The deadline
Raise it within 2 days of marking the piece received. If you don't, the booking completes and your payout is released.
If you close the booking yourself with All good with the item?, you can't raise an issue on it afterwards.
What happens next
The renter has 5 days to accept, counter or contest, with reminders before the deadline. If they contest or don't answer, Ourfit decides on the evidence from both sides. Large amounts get a quick Ourfit review before anything is charged.
An agreed or decided amount is charged to the renter's saved card, up to the cap they agreed to when they booked. It's added to your next payout.
If the card can't be charged in full, we tell you. We may recover it in smaller amounts, but only what the card allows. Ourfit doesn't insure pieces or cover the shortfall, and any unpaid amount may be referred to you or a collections agency.
If you're the renter
You're told when a claim is raised. Open it from the booking and choose Accept and pay, Counter with a different amount or Contest - escalate to Ourfit within 5 days. You're only charged once you agree or Ourfit decides, and never more than the cap you saw before you booked.
If you damaged something during the rental, tell the lender straight away.
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